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  1. We would like to have the ability to trigger the raising of new requests from incoming calls from external telephony systems. When a call is received by the service desk telephony system, the system should be able to raise a request for the operator who accepts that call on his or her soft phone or phone application. The callers number should be matched against the customer data in Hornbill to fill in the Customer-field. The external systems could be systems like Trio, Avaya, Asterisk and Skype. A generic CTI is much preferred, but our current requirement is Skype.
  2. In doing some cleansing and updating of our contact records I have discovered it is not possible to delete/remove the value in the telephone field when editing a contact. If you remove the value and click on save, it appears to have removed the value and left the field blank. However once you retrieve the contact record again, the original value has returned. Tired to use a blank space as a workaround but that does not work either. You have to put something in the field in order to replace the previous value, you cannot just clear the field. Cheers Martyn
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